Aerin Medical levels up AR performance with Quadient AR

ERP: NetSuite

INDUSTRY: Healthcare

Aerin Medical’s mission is to provide Ear, Nose, and Throat (ENT) physicians with non-invasive solutions for the treatment of chronic nasal airway conditions. The company’s products leverage proprietary, temperature-controlled technology, which allows ENT physicians to reliably improve patients’ symptoms with an in-office procedure performed with local anesthetic.

“Before Quadient AR, our process was a nightmare. Nothing was automatic and the follow-up just wasn’t there. This was impacting our cash flow, as well as our customer interactions. Quadient AR has made things so much easier for us and our customers. It’s invaluable.”

CHALLENGE

Aerin Medical is a healthcare company that works primarily with Ear, Nose, and Throat doctors, as well as hospitals across the United States. Prior to adopting Quadient AR, they struggled with manual processes, such as sending out invoices and payment reminders to customers. With a small team, the requirement to issue each notification by hand was time-consuming and inefficient.

Customers lacked visibility into their accounts, making it difficult for them to keep track of vital information such as balances and upcoming payments. They also faced a cumbersome payment process, as each invoice had to be paid and processed manually.

AR reporting was complicated, requiring the team to manually review spreadsheets and files. This meant they could not easily determine the status of customer accounts, which led to payments becoming overdue and follow-ups being managed reactively. These issues increased the company’s days sales outstanding (DSO) and average days to pay.

The business also needed a solution that would facilitate remote working. The COVID-19 pandemic had instigated a hybrid work structure, with the team working in the office for just two days a week. Due to their dependance on manual processes, it was difficult to manage AR effectively as a distributed workforce.

SOLUTION

The company contacted several AR automation vendors but could not initially find a solution that met their needs — until they discovered Quadient AR. The platform’s user-friendly, cloud-based dashboards stood out as a strong solution to the company’s hybrid working structure, allowing employees remote access to real-time AR data.

Quadient AR integrated with the team’s NetSuite ERP, providing automated collections workflows that send invoices and payment reminders consistently. This has made the process reliable and accelerated collections, while also improving the customer experience.

The solution’s self-service payment portal allows customers to access their accounts and easily make payments. They can see detailed account information, such as payment history and open invoices, and settle invoices via their chosen payment method.

RESULTS

Quadient AR has enabled the team to level up their performance, accelerating collections and delivering an improved customer experience.

• DSO reduced by 10 days.
• Average days to pay reduced by 10 days.
• Cloud-based reporting dashboards improved AR management.
• Self-service capabilities enhanced the customer experience.